Location: Denver, CO
Company: Goodwill Of Colorado
passionate about driving Goodwill’s long-term impact. Goodwill maintains two campuses, one in Colorado Springs and one in Denver, and is an accredited Platinum Guide Star organization operating 47 locations that include 42 retail stores, 1 boutique, and 5 outlets across the state.
Our e-commerce sales have grown significantly and represent an exciting opportunity. In 2022, Goodwill of Colorado served 127,287 Coloradans through job placement, education & and training and provided over 35 community programs. These programs are designed to support many populations such as our military veterans, seniors, youth, individuals with disabilities, and those facing economic challenges. Goodwill
of Colorado is the largest social enterprise in the State of Colorado. In addition, we are a leader in environmental sustainability, diverting nearly 300 million pounds of goods each year from Colorado landfills.
JOB SUMMARY The Director of Marketing & Customer Experience will play a pivotal role in driving our customer and donor experience. This position requires a creative leader who will obsess over consumer and donor insights. They must understand shopping behaviors and enhance/elevate our customer’s experience across all divisions (Retail, Workforce Development/Community Programs and Business Services). This role requires a strong understanding of not only the retail landscape but
also our goods and financial donors and our Programs. The Director must have a strong understanding of consumer trends and brand positioning as well as the ability to collaborate cross-functionally and lead a team of retail and donor experience, product development, loyalty program, public relations and brand.
This leader will have oversight of the entire marketing funnel, immersing themselves in the business and constantly looking for opportunities to evolve and improve upon the way we bring our mission to life. The ideal candidate will have a deep understanding of marketing principles and a proven track record in developing and executing comprehensive successful marketing strategies that drive customer acquisition, engagement, and retention.
As the Marketing Director, you will be responsible for ensuring a seamless and delightful customer experience from awareness to post-engagement support. Your primary focus will be to develop and execute comprehensive strategies that drive growth and retention, enhance brand identity, deepen community engagement, elevate market position and foster innovation. The Director will guide their team to serve as consultants and strategists for all lines of business and Program and will serve as the marketing strategist for the organization.
Your team will be responsible for understanding both the art and science of marketing; obsessing about the business, consumer insights, and the creative ways we tell our stories. ESSENTIAL FUNCTIONS 1. Strategic Leadership: o Develop and execute a comprehensive marketing strategies that encompasses all stages of the customer journey, from awareness and acquisition to retention and advocacy. o Provide visionary leadership to the marketing team, ensuring alignment with company objectives and goals. o Provide thought leadership in Marketing and Customer Experience disciplines.
o Serve as a marketing partner to Retail, Program and Business Services, working collaboratively with each arm to develop strategies that align with their business goals. o Work closely with Development (fundraising team) to ensure Marketing supports their growth goals and donor experience strategy. 2. Budget Management: o Build and manage the Marketing budget, allocating resources effectively to achieve desired outcomes. o Ensure cost-effective strategies and tactical executions. 3. Team Management: o Lead, mentor, and inspire a team of high-performance marketing professionals, fostering a collaborative and results-oriented work environment.
o Oversee the recruitment, training, and development of team members, ensuring the team's skills and expertise align with the evolving needs of the organization. 4. Customer Journey Optimization: o Represent the voice of the customer in a multi-segment, multi-touch marketing environment, leveraging customer insights and trends to drive segment selection, message/offer development, and brand differentiation. o Analyze customer behaviors, preferences, and pain points to identify opportunities for improving the overall customer journey. Own customer engagement.
o Collaborate with cross-functional teams to implement strategies that enhance customer experience, including website optimization, personalized communication, and engagement. o Oversight of product development process o Leadership of team responsible for full customer journeys o Manage and grow customer and goods donations loyalty programs, including campaign ideation and loyalty journeys. 5. Multi-Channel Marketing: o Provide leadership of Channel Strategy o Oversight of multi-channel marketing campaigns to drive customer acquisition, engagement, and retention. 6. Product Development and Innovation: o Foster a culture of continuous innovation and creative problem-solving within the team.
o Skill in conducting thorough market research to identify trends, customer needs, and potential opportunities. o Develop product roadmaps that align with the company's business strategy and market demands. o Understand and implement agile methodologies for product development, fostering adaptability and responsiveness. 7. Data-Driven Decision Making: o Utilize data analytics and customer insights to inform marketing strategies and optimize campaign performance. o Implement and maximize marketing automation tools to segment audiences, personalize communication, and track customer interactions.
o Proactively identify, evaluate and implement emerging marketing technologies. 8. Brand and Public Relations Management: o Oversight of employee brand training and external consistent brand messaging and visual identity across all marketing materials and campaigns. o Oversight of a PR strategy that enhances the company's public image, increases brand awareness, fosters positive media relationships and amplifies the organization’s reach and influence. o Monitor brand perception and reputation, implementing strategies to enhance brand equity, customer trust and public perception.
9. Collaboration and Stakeholder Management: o Collaborate closely with organizational leadership to align marketing efforts with overall business objectives. o Build and maintain relationships with external partners, agencies, and vendors to enhance the effectiveness of marketing initiatives. o Champion a customer- and donor-centric approach throughout the organization. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Bachelor's degree or higher in Business, Marketing, or related field or equivalent combination of education and experience; Master’s degree preferred • 8+ years of leading retail brand experience (building and implementing strategies showing proven growth) • 10+ years’ experience leading strategic marketing teams and driving marketing funnel strategies across channels. • 5+ years driving customer experience strategy • 3+ years successfully utilizing location-based marketing tools and strategies • Proven experience driving and growing loyalty/membership programs.
• Demonstrated ability to execute innovative and results-focused marketing programs and campaigns that incorporate marketing best practices. • Exceptional communication, team leadership, and interpersonal skills. • Proven track record of developing and executing successful multi-layered marketing programs that drive customer engagement and business growth • Proven experience in marketing leadership roles with oversight of PR, research, product development, customer experience and brand management.
• Strong understanding of digital marketing, advertising, and lead generation. • Innovative mindset with a keen understanding of industry trends and emerging technologies. • Excellent strategic planning and project management skills. • Solid knowledge of Hub Spot preferred • Data-driven mindset and strong analytical skills. • Ability to travel approximately 10% of the time; primarily in Colorado Pay: $115,000-$125,000 annually This Full Time job is eligible for Medical, Dental, Vision, Retirement, Long Term Disability, Short Term Disability, Life and Accidental Death and Dismemberment, Flexible Spending Accounts and several voluntary supplemental benefit offerings.
In addition, this position is eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty and bereavement leave. Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses. Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-xyz X or www. dhs. gov/E-Verify We promote a Safe & Drug-free Workplace.
Physical Requirements Attachment to Job Description Job Title: Director II, Marketing & Customer Experience Dept Number: 9110 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Guide to Physical Requirements: • Continuously (5-8 hours) • Frequently (3-4 hours) • Occasionally (1-2 hours) • Never LIFTING: (as defined by ADA) Heavy: 45 lbs & over - NEVER Moderate: 15-44 lbs - NEVER Light: 14 lbs & under - OCCASIONALLY CARRYING: Heavy: 45 lbs & over - NEVER Moderate: 15-44 lbs - NEVER Light: 14 lbs & under - OCCASIONALLY PUSHING/PULLING - OCCASIONALLY REACHING: Above Shoulder - NEVER At Shoulder - OCCASIONALLY Below Shoulder - OCCASIONALLY TWISTING - OCCASIONALLY BENDING - OCCASIONALLY KNEELING/CRAWLING - NEVER SQUAT - NEVER CLIMBING: Use of legs only (stairs) - NEVER Use of arms & legs (ladders) - NEVER HEARING - CONTINUOUSLY VISION: Visual, close - CONTINUOUSLY Visual, distant - CONTINUOUSLY Visual, depth perception - CONTINUOUSLY HANDS/FINGERS: Simple grasping - CONTINUOUSLY Fine Manipulation - CONTINUOUSLY Repetitive Movements - CONTINUOUSLY WALKING - FREQUENTLY STANDING - OCCASIONALLY SITTING - CONTINUOUSLY SPEAKING - CONTINUOUSLY OTHER, please describe - Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.35(c)
Marketing and PR (Public Relations) jobs focus on creating and maintaining a positive image for a company or client, while promoting their products or services. These roles typically involve crafting compelling messages, executing promotional campaigns, engaging with audiences through various media channels, and managing brand reputation. Key features include strong communication skills, creativity, strategic planning, and adaptability to rapidly changing market trends and consumer behavior. Individuals in these positions excel at storytelling, networking, and influencing public perception, working closely with media, influencers, and the target demographic to shape a brand's public identity.
Marketing and PR jobs are roles focused on creating, promoting, and maintaining a positive image for brands or organizations and driving customer engagement and sales. Professionals in these fields develop strategies to reach target audiences through various channels, including social media, advertising, events, and press releases. A key characteristic of these jobs is a blend of creativity and analytical skills to craft compelling messages and measure the impact of their campaigns. They require staying on top of industry trends and being adept at communicating with different stakeholders.
Marketing and PR (Public Relations) jobs revolve around promoting businesses, products, or services and managing the relationship between an organization and the public. Key characteristics of these roles include creative campaign planning, audience research, brand messaging, and media interaction. Professionals in this field aim to enhance a company's image, engage customers, and drive sales through various communication strategies and platforms. While marketing focuses on market analysis and product promotion, PR is more concerned with reputation management, crisis communication, and media relations. Both sectors require strong communication skills, adaptability, and an understanding of consumer behavior and media trends.
Marketing and PR (Public Relations) jobs revolve around promoting businesses, products, or services and managing the relationship between an organization and the public. Key characteristics of these roles include creative campaign planning, audience research, brand messaging, and media interaction. Professionals in this field aim to enhance a company's image, engage customers, and drive sales through various communication strategies and platforms. While marketing focuses on market analysis and product promotion, PR is more concerned with reputation management, crisis communication, and media relations. Both sectors require strong communication skills, adaptability, and an understanding of consumer behavior and media trends.
